Customer Support Analyst – Payroll and HR Administration Focus

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Deliver customer support with a focus on payroll and HR administration processes, providing technical assistance, clear guidance, and an exceptional customer experience.

• Address customer inquiries through chat, concentrating on payroll and HR administration topics.

• Guide customers on payroll processing, onboarding, offboarding, and vacation protocols.

• Assist in reviewing employment-related calculations.

• Respond to queries regarding statutory charges and contributions, such as INSS, FGTS, and eSocial.

• Investigate and rectify inconsistencies concerning payroll and HR administration.

• Maintain quality, efficiency, and precision in customer interactions.

• Record and track support tickets until resolution.

• Offer customers support on intricate and technical issues.

⛳️ Requirements

• Intermediate proficiency in Microsoft Office.

• Familiarity with specific tax regulations.

• Intermediate knowledge of accounting software.

• Proficiency in ancillary tax and regulatory obligations.

• Ability to prepare employment-related documents.

• Basic understanding of payroll benefits administration.

• Basic knowledge of managing and reviewing events in eSocial and FGTS Digital.

• Understanding of employment legislation.

• Basic knowledge of the PIS and COFINS single-phase taxation regime.

• Familiarity with ICMS legislation and state agreements.

• Knowledge of procedures for documenting incoming and outgoing invoices.

• Experience in customer-facing roles.

• Proficiency with customer support tools, including omnichannel platforms.

• Intermediate skills in tax analysis and assessment.

• Knowledge of issuing service invoices, withholding taxes, service codes, and relevant municipalities.

• Understanding of ISS legislation and municipal and federal tax incentives, particularly for service exports.

• Intermediate knowledge of the Fator R tax incentive.

• Currently pursuing a degree in Accounting or Business Administration.

🏝️ Benefits

• Caju Benefits Card – BRL 700 per month to use as preferred, with no payroll deduction and maintained during vacation.

• Unimed Health Insurance – fully covered by Contajá, with copayments applicable only when the plan is utilized; dependent coverage is entirely paid by the employee.

• Birthday Day Off.

• Wellhub (formerly Gympass) – access to gyms and wellness platforms.

• Telepsychology – up to 2 complimentary consultations per month.

• Telenutrition – up to 2 complimentary consultations per month.

• 15% discount on laboratory tests at Dasa network facilities.

• 30% discount on generic medications and 20% discount on brand-name medications at Pague Menos pharmacies.

• Partnership with Estácio for academic advancement.

• ImpulsoJá Career Development Plan.

• Gamification program with virtual coins redeemable for prizes, events, and gifts.